Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking

By Abu Amar Fauzi, T. Suryani. Journal of Islamic Marketing, 2019

116 citations recorded by the source corpus.

PurposeThere are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking.Design/methodology/approachThe conceptual framework of the study will be examined using the PLS–SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya.FindingsReliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.Research limitations/implicationsThe research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.Practical implicationsUpdating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.Originality/valueThis research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/22298f384d1a1a375007a7ca869504ec81b1000b

How researchers see this paper

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In Marketing

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

In Organizational Behavior and Human Resource Management

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

In Sociology and Political Science

1. Muhammad Asnan Fanani
2. Badri Munir Sukoco
3. Nur Asnawi

Citations in the corpus

• The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, result): “Third, as seen in the results of the research conducted by Fauzi and Suryani (2019), efforts to increase customer loyalty can be done by paying attention to their beliefs.”